Director of Customer Success
Skills
Customer ExperienceCustomer InteractionCustomer SatisfactionCustomer SuccessGrowth InitiativesKey MetricsKey Performance Indicators
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Proven experience in a leadership role within Customer Success, preferably in a global organization
- Strong track record of driving customer satisfaction, retention, and growth initiatives, with a demonstrated ability to meet or exceed targets
- Experience developing and implementing scalable processes, playbooks, and standard operating procedures to drive operational excellence
Day to day
- Lead and manage a global team of Customer Success Managers, Hiring Managers and Support teams, providing guidance, mentorship, and support to ensure team success
- Develop and execute strategies to drive customer satisfaction, loyalty, and advocacy
- Collaborate with Sales and Product teams to identify opportunities for upsell, cross-sell, and expansion within existing client accounts